The document discusses the importance and complexity of establishing a service-based costing (SBC) model for IT expenditures, emphasizing its potential to correlate costs with business value and improve budgeting and forecasting. It details the challenges of implementing SBC while providing a maturity model to assess current capabilities and guide improvements. Ultimately, it highlights that even basic SBC can enhance decision-making and efficiency, but requires ongoing commitment and maintenance to be effective.

1. Establish a Service-Based Costing Model
Not knowing your costs is an expense you can’t afford.
CIOs are frequently under pressure to justify expenditures on IT and demonstrate the value of IT. Business and financial leaders can see expenditures on hardware, software, contracts, and labor, but have
difficulty correlating these expenditures with benefits to the business.
Service-based costing helps to translate expenditures into value through transformation of dollars into output. The cost of service outputs can be compared against industry benchmarks and alternative
sourcing options, such as cloud services, to demonstrate cost efficiency or added value. Budgeting and forecasting are improved as costs can be closely tied to capacity and demand. It also helps to foster an
understanding by the business as to how their consumption of IT services impacts the corporate financial bottom line.
However, service-based costing is extremely difficult to do. Costs can be difficult to identify, allocations are complex, data may not be available, and service definitions may be insufficient. The Info-Tech
approach allows you to “grow as you go,” making use of your existing service data and improving your service-based costing capabilities as the organization matures.
Service-based costing doesn’t have to be perfect to be valuable. Pick your most visible services and show off your cost structure.
Don’t begin without purpose
Know how you intend to make use of your service-based costing results before you begin; if there is no clear purpose, it will be a waste of time.
Service-based costing is complex, difficult, and lengthy.
Service-based costing requires a serious commitment in order to do it right.
Service-based costing is useful to achieve certain objectives, but is not a panacea for all costing woes.
Service-based costing (SBC) is not for everyone
Do only what you need. If your capability is already sufficient to meet the needs of the organization, don’t embark on improving your service-based costing capability.
The Info-Tech Service-Based Costing Maturity Model can help you determine where you are today and where you need to arrive in the future; do only what you need!
Everybody can benefit from basic SBC
Business value and decision-making can be enhanced even with a small increase in service-based costing maturity.
Even Level 1 SBC maturity can help to focus your attention on the categories of services that consume the greatest amount of IT spend.
Level 1 SBC can simplify the service-based costing analysis to minimize the amount and complexity of data collection.
Level 2 SBC is accurate enough for many organizations; however, few have achieved it
Align your service catalog with common industry practices to enable benchmarking of your service costs.
Understanding the makeup of your services and how they interact with one another is key to establishing an accurate costing.
Simplifying assumptions can greatly reduce the effort involved and can often be used without introducing excessive error.
Bring in extra help if you want a truly accurate SBC
Level 3 SBC is a large and complex effort; you need the right combination of skills, experience, and knowledge, some of which may require sourcing externally, both from a service perspective and a finance
perspective.
Full service-orientation is critical and a pre-requisite for accurate costing.
Think both top-down from the General Ledger and bottom-up from the Configuration Items and reconcile finances through Services; automated data collection and analysis will help.
Nobody trusts a “black box”
Documenting your SBC model will help to bring transparency, authority, and acceptance of your model.
Keep it current! And keep a written history of all of your SBC decisions and the rationale behind them.
Communicate all changes early and simply; nobody likes surprises on their IT bill.
Understanding true service costs can improve business efficiency
Many IT consumers are unaware of the costs they incur; exposing the cost can reduce unnecessary consumption.
Understanding service utilization can help with capacity optimization; you’ll have the right balance of cost and flexibility.
Knowing service costs allows better planning and budgeting; you can boil it down to unit cost * utilization.
Properly costed IT services can be compared against industry benchmarks and alternative delivery methods; there may be a less expensive way to deliver the services users rely upon.
Outsourcing can improve the overall efficiency of you IT department, allowing you to focus on delivering services that provide a competitive and outsourcing commodities.
Know where you are – and where you’re going: Use the Info-Tech Service Based Costing Maturity Model to recognize your current level of capability as well as where you need to be to meet the needs of
your organization.
Start off on the right foot: Service-based costing is complex and difficult; Level 1 will help you get results quickly, without having to transform all of IT to a service-based delivery model.
Be fulsome: Enhance your Level 1 capability by evolving from categories of services to individual services, recognizing even service-to-service consumption, to reach a level of service cost accuracy sufficient
for benchmarking against industry.
Get accurate and precise: By this point you are fully committed to service-based costing and it is time to bring in sophisticated software and skills to take your service-based costing to the next level.
Keep current: The service-based cost model is not a one-time activity. It must be maintained over time to reflect both changes in cost structures and in the nature of the business. Make sure to follow a
proper change management process and keep the documentation up to date.
Show management how to drive value from service-based costing: Drive value from service-based costing by enhancing business decision making, increasing service use accountability, and improving cost
forecasting.